when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner… This is what happens normally. When the agent responds (Talks to the customer!) to the ticket, he'll lock the ticket and become owner.
If an agent responses to the ticket (move to another queue for example) the owner doesn’t change. You might enable lock on move.
On Wed, Dec 4, 2013 at 8:54 AM, Erik van Ast
Hi all,
We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2…
Everything works fine (we didn’t export the tickets, so database is clean) except for 2 major things.
First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is “Admin OTRS” and we don’t want that. We want the agent who responses first to that ticket to be the owner…
I already did some searching on google, but making sure that “Ticket lock after a follow up” is set to no on the queue and that “Ticket::Frontend::AgentTicketCompose###RequiredLock” is set to YES doesn’t make a difference…
If an agent responses to the ticket (move to another queue for example) the owner doesn’t change and we already disabled the root@localhost user…
Can someone please help us out with this?
Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________
Erik van Ast
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